Introduction Santa Clara County Behavioral Health Services Call - - PowerPoint PPT Presentation

Introduction

Santa Clara County Behavioral Health Services Call Center (BHSCC)

• Sandra Hernandez-Division Director
• Mikelle Le-Senior Mental Health Program Specialist
• Noel Panlilio-Senior Healthcare Program Manager
• Joseph Tansek- Healthcare Program Manager II

Who are we?

 Main entry point for behavioral health services in Santa Clara County  Services: Crisis Screening, Clinical Screening, SUD Treatment Appointments and referrals, Outpatient MH referrals, Mandated Reports.  24/7 access to a clinician

The Call Center, then and now.

2012 Call Center data

* Annual Call Volume 25,421 * Average Wait Time 4 mins, 3 sec 2015 Call Center Data * Annual Mental Health referral Volume 42,000 * Annual SUDS(Gateway) call volume 47,000 * Average Wait Time 1m, 30s

New Implementations

 New Workflow

 Reduced wait time  Increase productivity

 Unit Based Teams (UBT)

 Standardized paper referral process  Reduced referral processing time

 Telephone Medical Advise Services (TMAS)

 Complaint tracking  Improved customer service and quality management

 Internal Auditing

 Internal quality improvement  Ensure and improve documentation accuracy  Create and identify new training opportunities

 Weekly Capacity Reporting

Integration

 The Call Centers for Substance Use Disorder treatment and Mental Health are integrating  One-stop-shop approach  Joint staff meetings  Cross training  Integrated tools and workflow being developed  Testing of integrated tools (Decision tree, Registration form, etc.)  Future needs, (i.e. Space, phone system, IVR, integrated Policies and Procedures, etc.)

Center for Leadership Transformation (CLT)

 Identified needs/barriers  Established Goals

 Continuously improve workflow  Improve Client Access and Timeliness  Increase communication

 Developing Workgroups (including line-level and leadership representatives from all divisions)